About this role
<p style="text-align:justify;line-height:normal;background-color:white;margin:0.0in 0.0in 8.0pt;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:'Open Sans', sans-serif;color:black">About the role</span></strong></p> <p style="text-align:justify;line-height:normal;background-color:white;margin:0.0in 0.0in 8.0pt;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif;color:black">The ERP Support Specialist provides first- and second-level support for ERP and business applications, primarily focused on Dynamics Navision, JDE E1 9.2, and Sage 500. This role requires solid hands-on experience with ERP systems and plays a key part in delivering reliable, customer-oriented service aligned with the wider IT organization. The Specialist builds strong relationships with internal customers, collaborates closely with regional ERP teams to drive standardization and best practices, and works with EMEA IT Support as well as global applications, data, and risk teams. As part of the EMEA ERP Operations Team, the ERP Support Specialist contributes to regional IT discussions and decisions that support the company’s overall strategy and vision.</span></p> <p style="text-align:justify;line-height:normal;background-color:white;margin:0.0in 0.0in 8.0pt;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:'Open Sans', sans-serif;color:black">Key Job Accountabilities</span></strong><span style="font-family:'Open Sans', sans-serif;color:black"> </span></p> <p style="margin:0.0in 0.0in 0.0in 0.5in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:'Open Sans', sans-serif">Group IT Level </span></strong><strong><span style="font-family:'Open Sans', sans-serif"> </span></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Strong involvement with delivery on improvements to support processes, ERP related asset management, and customer satisfaction. </span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Responsibility for the implementation of Group IT shared service standards and support processes across the site(s) they work with.</span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Responsible for the quality of the ERP service delivery at the sites </span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Project support in their sites for all ERP related activities and support process changes for IT shared services </span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Coverage of critical ERP related issues at the sites </span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Security (alignment with IT policies) </span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <p style="margin:0.0in 0.0in 0.0in 0.5in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:'Open Sans', sans-serif"> </span></strong></p> <p style="margin:0.0in 0.0in 0.0in 0.5in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:'Open Sans', sans-serif">Customer Focus</span></strong><strong><span style="font-family:'Open Sans', sans-serif"> </span></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Develop a “Customer First” culture within EMEA Group IT organisation.</span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Good communication around issues and opportunities – get things done, make things happen.</span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Listening attitude</span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Regular meeting with key customers and stakeholders within EMEA.</span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Liaise with Business Groups and its stakeholders. </span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Monitor and report quality of the service delivered by the ERP Support Group.</span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Monitor and report quality of the services delivered and Key Performance indicators (KPIs) </span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <p style="margin:0.0in 0.0in 0.0in 0.5in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:'Open Sans', sans-serif"> </span></strong></p> <p style="margin:0.0in 0.0in 0.0in 0.5in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:'Open Sans', sans-serif">Service Delivery</span></strong><strong><span style="font-family:'Open Sans', sans-serif"> </span></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Monitor compliant execution of standard processes.</span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Identify existing gaps between ERP service catalogue and business needs.</span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Request definition of new services, when needed/requested by internal customers.</span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Identify and put in place corrective actions when services are not delivered at the expected level of quality.</span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Identify and put in place corrective actions to improve KPIs. </span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Ensures hardware and software standards and compliance as defined by the Group IT teams are adhered to</span><span style="font-family:'Open Sans', sans-serif"> </span></li> </ul> <p style="margin:0.0in 0.0in 0.0in 0.5in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="text-align:justify;line-height:normal;background-color:white;margin:0.0in 0.0in 8.0pt;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-family:'Open Sans', sans-serif;color:black">Qualifications/Requirements</span></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">A technology related bachelor’s degree or equivalent experience/studies. An MBA is a plus. </span></li> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">5+ years’ experience in IT preferably in a manufacturing environment, with at least 2 years in a Support Specialist role. </span></li> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Proven track record of process standardization, adoption of best practices, service measurement, customer satisfaction monitoring. </span></li> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">The following knowledge/experiences are considered a plus: </span></li> </ul> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Good knowledge of business processes in the Manufacturing industry </span></li> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Certified expertise in an ERP System. </span></li> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Certified in a Microsoft Product. </span></li> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Networking infrastructure. </span></li> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Disaster recovery testing for full production to ensure continuity of operations. </span></li> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Cloud-based applications, including Office 365 Suite, Microsoft Azure, OCI. </span></li> <li style="margin-bottom:0.0in;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">Major event and crisis management. </span></li> </ul> </ul> <p style="margin:0.0in 0.0in 0.0in 1.0in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-family:'Open Sans', sans-serif">#LI-onsite</span></p>